Action 9: Woman says she got large bill after trying to cancel service

by: Don Griffin Updated:

A woman said when she realized she had no cellphone reception at her home, she tried to cancel her service, but she got a bill. 

If Cookie Mullen is not pacing around her house to get a connection on her Sprint phone, she has to go driving to find one.

She said it all started five months ago when Sprint dropped its Nextel towers.

Mullen had to give up her Nextel phone for a Sprint phone and a two-year contract.

“Everything just kind of went haywire,” she said.

Sprint tried to improve her signal by sending her two different home booster antennas. Mullen said they didn't work, so she sent them back.

After five months, Mullen got fed up.  She said she canceled and switched providers, and then got a bill.

“Yes. $879 and 22 cents,” Mullen said.

When she complained, Sprint offered to drop all fees and charges if Mullen returned the $600 phone it sold her for $200.

“If they insist on having the phone back, pay me my $200 that I paid for it,” Mullen said.

A Sprint spokesman said customers have only 14 days to cancel contracts and get a refund. The spokesman said Mullen was told this on two occasions. She said that's not what happened.

But he said Sprint remains willing to work with her.

While Mullen weighs her options, she has a message for others buying phones: know the cancellation period, and if you're not 100 percent satisfied, get out before it's too late.